Transformed lead-to-cash cycles and optimize the Field Service operations for a leading world-class machinery provider
Heavy Machinery & Equipment Firm
Salesforce Sales Cloud, Service Cloud, Salesforce Field Service (SFS)
Industresource is a world-class provider of machinery and systems to support manufacturing. Their large inhouse team of service and support specialists and extensive inventory have positioned them into a leading One-Stop Resource to all industrial market segments.
Industresource relied heavily on MS Excel, which was inefficient to track the frequent changes made in the system and had minimal scope for automation, rendering the whole process less powerful. There was an immediate need to integrate the system with 3rd party vendors such as QuickBooks and use Conga to generate documents for orders, quotes and opportunities. Additionally, there was little data visualization and an immediate need to integrate a tracking system for payments.
The customer was facing an uphill task with field job management challenge as it did not have a 360 view of the workforce. Industresource wanted a system that could integrate their sales process with the field projects, thus bridging the gap. There was a lot of paperwork and no proper loading process, which sometimes led to information loss. The idea was to track the utilization of resources, inventory and product efficiently.
We used the Salesforce Sales Cloud and Salesforce Field Service implementation to build a customized solution for Industresource.
The sales cloud allowed them to store customers from the same window and sync it to third-party vendors like QuickBooks and Conga, eliminating multiple manual processes. Aethereus leveraged the standard sales cloud features like opportunity, quotes and orders to customize the business scenarios in Salesforce.
We helped the customer manage products from a single screen for any sales process by building multiple custom screens and automated processes. This change ensured the automatic syncing of newly generated orders to QuickBooks and a single click automated estimations for that order. The facility of logging tasks, calls and events made it easier for the users to follow up with potential clients.
We implemented Salesforce Field Service to assign technicians to jobs according to their skills and availability. It allowed the desk users at their office to monitor multiple jobs from a single window in real-time.
These changes empowered technicians to navigate the customer’s location, contact the customer, send emails and check the work details from the single application on the mobile device. It enhanced their capability by recording each individual’s updates of a job from the mobile device by logging the details of the product consumed during work and feeding information regarding the customer’s equipment on the go.
Technicians on the job could also enter their work details, fill in timesheets and capture documents all from the same application. They could even fill in the follow-up requests on the job if required and provide the customer service reports upon receiving digital signatures from the customer on the spot. Thus, by integrating the whole system, SFS helped in improving the customer experience.
We were extremely impressed with the thoughtfulness and thoroughness of the project. The team finished on time and with a better product than expected. Can’t go wrong here!
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We partner with our clients to solve their most challenging customer experience problems by leveraging the power of Salesforce with cutting-edge technology and a design-led approach. We have been Salesforce Partner since 2019.